Hello Jerry, Thank you for your feedback regarding my announcement to the list.
firstly, I have had feedback from another customer who has reminded me about the deaf blind community and that real time message sending/receiving would be extremely useful for them. While their needs certainly do need to be addressed, we are unable to use the text messaging client that Skype offers in the initial trial due to a number of reasons. One of the main reasons is that only one PC at our end will be used for online support. True, voice communications can take a lot of time but sending messages in real time can and would take a lot longer, especially as we're talking technical support here. while it certainly would be possible to have a couple of PCs using Skype, there are network bandwidth considerations that we have to make at our end and this is one of the things that will be monitored during the trial as far as technical feasibility is concerned. As far as an online help system is concerned, we are aware that this would be a good addition to the support already offered. However, obviously there is time and cost involved as far as developing the database and composing the technical articles is concerned. Perhaps this is something we can look at after the release of KeySoft 6.1. Thank you for also making this point to us. For Jaws users who are reading this message, there are Jaws scripts that can be downloaded for Skype. Personally I'm not familiar with Window Eyes but I believe that no special configuration files are needed. Regards, Dean Jackson Customer/Technical Analyst Pulse Data International Ltd. DDI: +64 3 373 6184 Fax: +64-3-384 4933 Email: [EMAIL PROTECTED] Internet: www.pulsedata.com __________________________ ----- Original Message ----- From: "Weinger, Jerrold (DSCP)" <[EMAIL PROTECTED]> To: "'Braillenote List'" <[email protected]> Sent: Tuesday, August 17, 2004 1:27 AM Subject: RE: [Braillenote] Skype technical support for BrailleNote users > Dear Dean, > In addition to the voice based technical support, I would like to see a > screen based on line technical support. I would also like to see a > troubleshooting wizard on the web. Many Braillenote support issues could be > addressed with this on line system, eliminating the sometimes long wait for > a live customer support representative. Of course, a live customer support > representative should always be available, if the on line troubleshooting > does not fix the problem. > > It is encouraging to see PDI looking toward web based customer support, as > part of PDI's overall technical support. I have had positive experiences > with other software and hardware companies who are using these systems. > > Sincerely, > Jerry Weinger > > -----Original Message----- > From: Dean Jackson [mailto:[EMAIL PROTECTED] > Sent: Sunday, August 15, 2004 9:27 PM > To: Braillenote List > Subject: [Braillenote] Skype technical support for BrailleNote users > > August 16, 2004 > > BrailleNote Online Technical Support Will Be Trialed > > Pulse Data International in New Zealand plan to trial online support of its > BrailleNote family of products using an internet application that provides > high > quality, secure voice communications. The program in question is called > Skype and will run under the LINUX or Windows operating systems. The > technical > support will be aimed at Pulse Data customers who require assistance in > using their BrailleNotes, and have access to a PC. The trial will be spread > over > a two week period, beginning Monday 23 August 2004, New Zealand time. > > The support trial is being conducted in part to find out how feasible the > idea of online support is in the future and to gauge customer demand, as > well > as seeing whether support efficiency can be improved with the aid of this > tool. Having taken into consideration that not everyone will be able to > take > advantage of communicating with Pulse Data in this way, a large percentage > of BrailleNote customers do have access to a PC, hence being able to justify > the trial. The messaging client Skype offers will not be used, even in > cases of bad connections that inhibit reasonable conversation with support > staff, > as this would partly defeat the purpose of the trial. In situations such as > this, normal communications, such as email and telephone calls, will be used > to investigate resolutions to technical issues. > > Notes: > > Skype can be downloaded at no charge directly from the Skype website: > > www.skype.com > > To use Skype BrailleNote support, customers will require a microphone and > speakers or a headset, with either Linux or Windows 2000/XP. > > Support will commence on Sunday 22 August at 20 hours UTC (Monday 23 August > 08 hours NZST) and finish at 05 hours UTC on Friday 3 September (17 hours > NZST). > For US customers, New Zealand is 16 hours ahead of Eastern time and 19 > hours ahead of Pacific time. > > As Pulse Data in New Zealand is conducting the support trial alone, support > will be restricted to New Zealand working hours, Monday to Friday. > > Before technical support can be obtained from New Zealand technical support > staff, the customer's name, BrailleNote serial number and geographical > location > will be required for logging purposes. This is already normal procedure > when communicating with some Pulse Data subsidiaries. > > Pricing queries will not be handled on Skype. > > Any queries regarding this announcement should be directed to Dean Jackson > in the first instance. Contact details including Skype information are > listed below. > > Regards, > > Dean Jackson > Customer/Technical Analyst > Pulse Data International Ltd. > > DDI: +64 3 373 6184 > Fax: +64-3-384 4933 > Email: > [EMAIL PROTECTED] > Internet: > www.pulsedata.com > Skype: > pulsedata-support-nz > __________________________ > > > ___ > To leave the BrailleNote list, send a blank message to > [EMAIL PROTECTED] > To view the list archives or change your preferences, visit > http://list.pulsedata.com/mailman/listinfo/braillenote > > ___ > To leave the BrailleNote list, send a blank message to > [EMAIL PROTECTED] > To view the list archives or change your preferences, visit > http://list.pulsedata.com/mailman/listinfo/braillenote >
